Research Overview

The CX landscape is changing rapidly. Brands are realizing the importance of delivering excellent customer service as a competitive differentiator. Hence, the domain is gaining more attention and greater investment priority. The market is also becoming much more tech-intensive as emerging tools can create a seamless and an effortless CX while also significantly reducing costs across front- and back-end operations. The adoption of AI, advanced analytics, omnichannel capabilities, NPL, and streamlined security tools plays an important role in this competitive and dynamic market.

Brands use outsourcing as a competitive strategy to get a multitude of benefits, including cost savings, best-in-class technology, business flexibility, access to skilled talent, and a blend of locations and delivery models. Customer experience (CX) outsourcing vendors partner with clients to understand their business challenges, and offer solutions and services that help them achieve business goals. The priority of CX outsourcers has recently shifted away from task-based toward achieving top-line outcomes.

COVID-19 has disrupted the outsourcing industry in multiple ways. As governments in several places restricted movement, thousands of agents were forced to work remotely. Customer experience service providers quickly adopted hybrid delivery models to offer voice and non-voice services in the work-at-home environment.